Office Staff

Bono De Luxe Philippines Inc.; Balagtas; On-site; PHP 201,000 - 357,000; Full time

Job summary

Bono De Luxe Philippines Inc. is seeking an Office Staff – Customer Service Support to provide administrative and customer service assistance, handling inquiries, service requests, documentation, and scheduling with internal teams.

The role supports the Customer Service/After-Sales team by maintaining accurate records, coordinating concerns with other departments, and ensuring timely communication and follow-up with customers.

Qualifications

• Bachelor’s degree in Business Administration, Office Administration, Marketing, Customer Service, or a related field is preferred.
• At least 1 year of experience in customer service, office administration, sales support, after-sales support, or a related position is an advantage.
• Fresh graduates with good communication and organizational skills may be considered.
• Proficient in Microsoft Office applications, particularly Word and Excel.
• Strong written and verbal communication skills.

Responsibilities

• Receive and respond to customer inquiries through phone calls, email, messaging platforms, and other communication channels.
• Record and properly document customer concerns, requests, complaints, and service requirements.
• Coordinate customer concerns with the appropriate department or personnel for proper action.
• Provide customers with updates regarding the status of their service requests, repairs, inspections, and other concerns.
• Follow up with customers to ensure concerns are properly addressed.

Skills

Microsoft Office

Communication skills

Organizational skills

Time management

Detail oriented

Multitasking

Education

Bachelor’s degree in Business Administration

Tools

Microsoft Word

Microsoft Excel

Job description

JOB SUMMARY

The Office Staff – Customer Service Support is responsible for providing administrative and customer service assistance to ensure the efficient handling of customer inquiries, service requests, documentation, scheduling, and coordination with internal departments and field personnel.

The position serves as a support function for the Customer Service/After-Sales team by maintaining accurate records, monitoring service-related activities, coordinating customer concerns, and ensuring timely communication and follow-up.

KEY RESPONSIBILITIES

1. Customer Service Support

• Receive and respond to customer inquiries through phone calls, email, messaging platforms, and other communication channels.

• Assist customers with service requests, equipment concerns, maintenance schedules, and other after-sales inquiries.

• Record and properly document customer concerns, requests, complaints, and service requirements.

• Coordinate customer concerns with the appropriate department or personnel for proper action.

• Provide customers with updates regarding the status of their service requests, repairs, inspections, and other concerns.

• Conduct follow-ups with customers to ensure concerns are properly addressed.

2. Service Coordination

• Assist in scheduling service calls, inspections, preventive maintenance, repairs, and other customer service activities.

• Coordinate with service technicians, service coordinators, parts personnel, and other concerned departments.

• Monitor the status of pending and ongoing service requests.

• Assist in coordinating technician schedules and customer appointments.

• Ensure that service requests are properly endorsed and followed through until completion.

3. Administrative Duties

• Prepare, organize, and maintain customer service documents, reports, service records, and correspondence.

• Encode and update customer and equipment information in company records or systems.

• Maintain organized filing systems for service reports, job orders, quotations, invoices, and other related documents.

• Assist in preparing daily, weekly, and monthly customer service reports.

• Monitor pending documents and follow up with concerned personnel for completion.

• Perform general office and administrative tasks as assigned.

4. Documentation and Records Management

• Ensure accurate and timely recording of customer service transactions.

• Maintain updated records of service requests, repair activities, preventive maintenance schedules, and customer communications.

• Assist in preparing service-related forms, work orders, job orders, and other necessary documentation.

• Safeguard confidential customer and company information.

• Ensure proper filing and retrieval of customer service documents.

5. Coordination with Other Departments

• Coordinate with Sales regarding customer concerns and after-sales requirements.

• Coordinate with Parts regarding parts availability and requirements for service activities.

• Coordinate with Finance/Accounting regarding billing and other customer-related concerns when necessary.

• Coordinate with Service/Technical personnel regarding job orders, service schedules, and completion status.

• Escalate unresolved or urgent customer concerns to the appropriate supervisor or manager.

6. Customer Follow-Up and After-Sales Support

• Follow up with customers regarding completed service jobs and pending concerns.

• Assist in gathering customer feedback regarding service quality.

• Maintain records of customer complaints, requests, and resolutions.

• Immediately report recurring or serious customer concerns to the supervisor.

• Assist in maintaining good customer relationships through professional and courteous communication.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Office Administration, Marketing, Customer Service, or a related field is preferred.

• At least 1 year of experience in customer service, office administration, sales support, after-sales support, or a related position is an advantage.

• Fresh graduates with good communication and organizational skills may be considered.

• Proficient in Microsoft Office applications, particularly Word and Excel.

• Good written and verbal communication skills.

• Strong organizational and time-management skills.

• Detail-oriented and capable of maintaining accurate records.

• Able to handle multiple tasks and prioritize urgent customer concerns.

• Willing to coordinate with customers, technicians, and different company departments.

• Experience in heavy equipment, automotive, machinery, construction equipment, or after-sales service is an advantage.

CORE COMPETENCIES

• Customer Service Orientation

• Communication Skills

• Administrative and Organizational Skills

• Attention to Detail

• Problem-Solving

• Follow-Up and Coordination

• Time Management

• Teamwork and Cooperation

• Computer Literacy

• Professionalism and Courtesy

• Confidentiality and Integrity